Customer Experience & Support Specialist

SNATCH PARK BIZSOLUTIONS SDN. BHD.; Petaling Jaya; On-site; MYR 36,000 - 60,000; Full time

Job summary

SNATCH PARK BIZSOLUTIONS SDN. BHD. seeks a customer support professional to provide information, respond to complaints, and answer queries across phone, email, social media, and WhatsApp.

The role focuses on understanding customer needs, guiding feature usage, and ensuring a positive service experience. You will analyze product issues, update knowledge bases, collect feedback for product improvement, and participate in client training development.

Qualifications

• Provide information and respond to complaints and queries via phone, email, social media, and WhatsApp.
• Identify customer needs and help users to use features, ensuring positive service experience and satisfaction.
• Analyse and report product malfunctions and issues to internal teams, including scenario testing.
• Update internal databases with customer issues and useful discussions for knowledge base and resolution records.
• Collect prompt and accurate customer feedback and analyse it to improve product and end-user experience.
• Participate in development of client training programs by identifying learning issues and instructional language.
• Provide proactive and personalized customer outreach while monitoring/responding to complaints/reviews on social media.

Responsibilities

• Resolve product/service issues with 1st level troubleshooting and ongoing customer support, escalating to the appropriate process owner when needed.
• Accommodate client disabilities by recommending devices and techniques.
• Monitor compliance with service agreements to avoid potential legal challenges.

Job description

SNATCH PARK BIZSOLUTIONS SDN. BHD. seeks a customer support professional to provide information, respond to complaints, and answer queries across phone, email, social media, and WhatsApp.

The role focuses on understanding customer needs, guiding feature usage, and ensuring a positive service experience. You will analyze product issues, update knowledge bases, collect feedback for product improvement, and participate in client training development.